1 — Troubleshooting process
1-2 Alcatel-Lucent 5620 Service Aware Manager, Release
Troubleshooting Guide 3HE 05723 TQZZA Edition 01
1.1 Troubleshooting process
The troubleshooting process identifies and resolves performance issues related to a
network service or component. The performance issue can be an intermittent or a
continuous degradation in service, or a complete network failure.
The first step in problem resolution is to identify the problem. Problem identification
can include an alarm received from a network component, an analysis of network
capacity and performance data, or a customer problem report.
The personnel responsible for troubleshooting the problem must:
• understand the designed state and behavior of the network, and the services that
use the network
• recognize and identify symptoms that impact the intended function and
performance of the product
Network maintenance
The most effective method to prevent problems is to schedule and perform routine
maintenance on your network. Major networking problems often start as minor
performance issues. See the 5620 SAM Maintenance Guide for more information
about how to perform routine maintenance on your network.
1.2 Troubleshooting problem-solving model
An effective troubleshooting problem-solving model includes the following tasks:
1 Establish a performance baseline.
2 Categorize the problem.
3 Identify the root cause of the problem.
4 Plan corrective action and resolve the problem.
5 Verify the solution to the problem.
See General Procedure 2.3 for information on how the problem-solving model aligns
with using the 5620 SAM to troubleshoot your network or network management
problem.
Establish a performance baseline
You must have a thorough knowledge of your network and how it operates under
normal conditions to troubleshoot problems effectively. This knowledge facilitates
the identification of fault conditions in your network. You must establish and
maintain baseline information for your network and services. The maintenance of the
baseline information is critical because a network is not a static environment.
See the 5620 SAM Maintenance Guide for more information on how to generate
baseline information for 5620 SAM applications.
To Next Page
Loading...
